Eric M.

Johnson
140 Antietam Rd. a Cherry Hill, NJ 08034 a ej91e0ee@westpost.net a
Home - (856) 427-0123 // Cell a" (856) 448-5289
OBJECTIVE
Participate in a leadership role, where I can build strong professional relation
ships through collaboration, consensus and teamwork. Work across functional busi
ness disciplines with a focus on organizational and company-wide business goals.
Participate in the success of the companyas immediate and long-term business pl
ans through sustainable organizational business strategies.
PROFESSIONAL EXPERIENCE
2002 - Present / SunGard Availability Services
Director, Customer Care (North America Vertical Markets a" ITO, Health Care, Gov
ernment)
January 2007-Present / SunGard Availability Services
Successfully built a North American service delivery organization to support Ver
tical market clients within Information Technology Outsourcers, Health Care and
Government market space.
a Currently manage six direct reports with twenty seven indirect within my organ
ization.
a I lead and maintain an organizational focus built on program management standa
rds across multiple SunGard business disciplines. This includes operations, serv
ice delivery, consulting, sales and solutions engineering.
Direct on-going new business opportunities through consultative client engagemen
ts that consist of, requirements gathering, technology assessments, solutions an
d services design, proof of concept testing, implementation, test- validation an
d policy & procedural development.
Measurements of Success:
a Affiliated Computer Services monthly run rate from $900K in 2007 to $2M in 201
0. Includes ten thousand square foot dedicated data center build out within SunG
ard Philadelphia for advanced recovery solutions. (SRDF, Data Domain, Dedicated
Media Servers (TSM / Netbackup), Shared Replicated SAN Solutions, dedicated ACS
management network, scalable OC-X networks for replication and management networ
k).
a Computer Science Corp. monthly run rate from $200K in 2007 to $1M in 2010. Th
is includes five thousand square foot dedicated data center build out in SunGard
Carlstadt facility with multiple advanced recovery solutions. (T7700 - VTL, Ded
icated Media Servers, Scalable OC-X Networks for Replication).
a Perot Systems monthly run rate from $87K in 2002 to $400K in 2009. (Provided m
ultiple advanced recovery solutions as well as staff augmentation for Perot Disa
ster Recovery Planners).
Directed the development of service delivery policies and procedures for projec
t management standards, operations implementation and support for clients disast
er recovery testing. These standards have been adopted company wide for service
delivery and program management.
a Developed Incident management workflow.
a Developed defect tracking application with customer and sales post test report
ing tools.
a Developed and authored ITIL incident management policies, procedures, service
metrics with monthly KPI reporting.
a Developed and authored ISO policy, procedures and work flow for incident escal
ation.
a Lead the development and implementation of web based portal to support interna
l operations for project implementation, network provisioning, customer access t
o test plans, asset inventory and ticketing system.
Measurements of success:
a Efficiencies through automation and reduction in FTE man hours to manual task
s.
a Detailed incident reporting identified key process defects in planning and set
up for testing across operations regions. (This is the result of a continuous im
provement close looped workflow cycle).
a Service delivery improvement as a result of meeting target KPIas, has increase
d customer satisfaction in the following areas.
a Ready for test start up with no setup issues. Up 22% in Cust Sat.
a Reduced testing defect average from 7 per test to 2.
a Value add services recognized by clients. Up 37% in Cust Sat.
a Maintained a 4.91 out of 5.0 customer satisfaction rating average for five yea
rs.
a Maintained a 98.7% success rate for all client disaster recovery exercises for
five years. (Based on 2800 Disaster recovery exercises).
a Non-Contracted Resources tracked and reported to sales region monthly. Generat
ing new business opportunity of $131K monthly in 2010.
2002 a" 2007 / SunGard Availability Services
Customer Service Manager
a Managed a service delivery program with twenty direct reports.
a Responsible for service delivery, customer relationship management, sales supp
ort and project implementations for recovery services and disaster recovery test
ing.
a Developed and authored sixteen week testing cycle for disaster recovery test p
laning, support and post test policy and process. This was adopted by all servic
e delivery and operations regions across North America.
1985 a" 2002 / Johnson Business Systems
President
a Privately held company providing system integration, network implementations,
office automation, backup and recovery strategies, hardware service and support
for the SMB market.
a Developed and maintained a client portfolio consisting of 1200 clients over a
sixteen year period.
a IBM PC VAR / Service Center.
a IBM AS/400 VAR / Service Center
a Novell - Platinum Re-seller.
a Microsoft a" Gold Re-seller.
a Great Plains - Software Re-seller.
a IBM - Lotus Notes Business Developer.
a Xerox a" Platinum VAR / Service Provider.
1980 a" 1985 / International Business Machines
Systems Engineer
a Assigned to Atlantic City Casino Industry territory.
a Performed data center build outs and system installations.
a Supported service contracts for systems and operational support for Casino in
dustry.
a Provide on-going sales support for upgrades and add on services to existing cl
ients.
a Supported - O/S upgrades a Gen modifications a PTFas a Second level escalatio
n for service and support.
Specialties
a Vision & Strategy a Operations Management a Customer Service a Project Managem
ent a Leadership & Innovation a Continuous Improvement a Business Development a
Contract and Vendor Relations a Sales Support
EDUCATION AND TRAINING
a 1977 a" 1979 Camden County Collage a" Business
a 1979 a" 1980 Lyons Institute a" Technical Degree / Computer Technology
TECHNICAL
a EMC Recover Point a EMC SRDF-A a EMC a" Data Domain a O/S Image Deployment a V
M-Ware
a Fabric Networks a SAN Technology a Tape Libraries a SunGard LDRPS a AS/400, RS
/6000, I-5, HP900, IBM-Z Series, RS/6000, Core Edge Design for Fabric and Ethern
et Infrastructure, Six Sigma Lean Principals.
Awards
a 2002 a" SunGard Operations Merit Award / In Recognition of Excellent Service.
a 2005 a" SunGard Customer Service Award / In Recognition of Exemplary Customer
Service.
References Furnished Upon Request.